Humans at the heart of generative AI

Generative AI is becoming a key component of business operations and customer service interactions today. According to Salesforce research, three out of five workers (61%) either currently use or plan to use generative AI in their roles. A full 68% of these employees are confident that the technology--which can churn out text, video, image, and audio content almost instantaneously--will enable them to provide more enriching customer experiences. Sixty percent of the surveyed employees believe that human oversight is indispensable for effective and trustworthy generative AI. Generative AI has enormous potential to revolutionize business operations, but how companies decide to employ it will make all the difference.